Getting Ready for Inbound Conversations

"Prepare for WhatsApp inbound conversations with insights on the Customer Service Window, message templates, and next steps for effective customer communication."

Getting Ready for Inbound Conversations

In this document, we will help you to prepare for inbound conversations. An inbound conversation happens when a customer sends you the first message and you respond to continue the chat. However, chatting with customers on WhatsApp is not as simple. WhatsApp has its set of rules for messaging. Here are some of the topics that we’ll cover for WhatsApp Inbound Conversations:

• Understanding Customer Service Window

• Submit and Send a WhatsApp Message Template

• Adding a WhatsApp button to your Facebook page

Understanding Customer Service Window

A Customer Service Window is the 24-hour period when a customer initiates a conversation with your business. Once you reply to the customer, a service conversation will be opened. Once it has been more than 24 hours since customers last messaged you, you will be outside the customer service window. You can use a message template if you need to follow up with a customer.

Learn more about Customer Service Window here.

Submit and Send a WhatsApp Message Template

A WhatsApp message template is sent outside the Customer Service Window and will reopen conversations with customers. This will help you follow up with customers that have not replied. We have prepared a sample message template that you can send as a follow-up to your customers.

Sample message template:

“Hello {{1}}, I'd like to follow up on our previous conversation. Is there anything else you need assistance with? Let me know and I'll be happy to help.”

However, you will need to submit the message template for approval first.

You need to have sufficient balance to send message templates. You can top-up your credits in your WhatsApp Fees on the Bevatel platform.

Steps to send the message template:

1. Click the Send Message Template button in the messaging bar.

2. Select the sample template to send to your Contact.

3. Add the parameter text ($contact.name).

4. Review the information and click Send.

You can also create and use your own message templates. Learn more about message templates here.